Customer Service Strategies

Coordinate implementation of customer service strategies

 

 

You are required to answer questions about each of the topics to test the knowledge required for this unit. Your trainer/ assessor may ask additional questions to clarify or expand on your understanding and will explain the format for submitting answers.

Knowledge evidence

You must be able to provide evidence of the:

· knowledge required to effectively complete tasks outlined in the elements and performance criteria

· specific requirements outlined in the knowledge evidence

· knowledge required to manage tasks and contingencies in the context of the work role

Knowledge evidence — unit specific requirements

· Outline the principles of customer service

· Explain sources of information and techniques for identifying customer needs and reviewing customer satisfaction

· Explain the organisational business structure, products and services related to customer service

· Describe product and service standards and best practice models

 

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Question 1.1

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Why is it necessary to clarify and accurately assess customer needs and what communication processes might be utilised to do this?

 

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Question 1.2

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Explain how you might:

· diagnose problems matching service delivery to customers

· develop options for improved service

· provide relevant and constructive advice to promote the improvement of customer service delivery

 

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Question 1.3

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Explain what is meant by product/ service standards and best practice models.

 

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Question 1.4

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What technological applications might be used in business to structure and present information on customer service needs? How might these applications be used (where appropriate, give work-based examples) and what are the advantages of using them?

 

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Question 2.1

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How can customer service strategies and opportunities be promoted to designated individuals and groups?

 

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Question 2.2

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What factors must be taken into consideration when identifying and allocating the budget resources needed to fulfil customer service objectives?

 

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Question 2.3

2.3.a

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Describe how an organisation should promptly manage a customer complaint or difficulty.

 

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2.3.b

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How should strategies to minimise complaints be taken and why?

 

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Question 2.4

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What role does consultation play in implementing strategies relating to the complaint handling process?

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Question 3.1

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Suggest types of feedback and how that feedback could be utilised to provide verifiable data. What data would be useful to collect and how is it collected?

 

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Question 3.2

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If you identified a need for changes/ improvements to customer service strategies, to whom would you report this and in what format might the report be made?

 

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Question 3.3

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You have been asked by senior management to report on changing customer needs and to compare changes in customer satisfaction. Explain how you would go about doing this, how you would access the necessary data and the reporting procedures you should follow.

 

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Question 3.4

Top of Form

Why is it necessary to maintain data relating to customer satisfaction and to compare changes in customer satisfaction?

 

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Performance tasks

 

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Task 1.a

Demonstrate the following task:

Task 1.a

Scenario: You are a Sales Team Leader at Electronics R Us. Your Sales Manager has asked you to put together a merchandise marketing stand for a Laptop Bonanza sale will be released in 2 weeks.

This is your first attempt in doing something like this and decide to implement a short survey to hand out to customers to determine which customer service strategies will be most effective for the Laptop Bonanza sale.

Create a short survey that you can hand out to customers in the shopping centre. Your survey must include

· Organisation name

· Title of question

· At least 5 questions highlighting

· selection of brands customers like

· what stands out to customers including words such as “up to 20% off”

· price factors

· accessories included

· how customers feel about upselling

Your survey will need to include:

· 4 open questions

· 2 closed questions

· Information highlighting age and gender

· Information about use of laptop

· Use of a sale rating

· Use of a star rating

Please upload your survey in the space allocated.

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